Summary
Overview
Work History
Education
Skills
Certification
Awards
Software
Work Availability
Timeline
Judith Ifeoma Basil-Okeke

Judith Ifeoma Basil-Okeke

CUSTOMER SUPPORT SPECIALIST
Lagos,LA
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

1816
1816
years of professional experience
5
5
years of post-secondary education
2
2
Certifications

Work History

Customer Service Representative

Double Design Paints Awka
Awka , ANAMBRA
12.2022 - Current
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues
  • Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients
  • Contributed to sales growth by upselling products and services based on individual customer requirements
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Answered constant flow of customer calls with minimal wait times.
  • Provided primary customer support to over 30 internal and external customers
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Managed timely and effective replacement of damaged or missing products.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

Customer Support Specialist

Digital Witch Support Community
Lagos, LA
09.2023 - 12.2023
  • Provided prompt solutions to technical issues, demonstrating a deep understanding of the platform
  • Engaged with over a thousand community members, monitored forums, and documented common issues and solutions.
  • Conducted regular training sessions for new team members, promoting best practices in customer support operations.
  • Completed 100 new orders per day with 100% accuracy and consistently high customer satisfaction scores.

Customer Support Representative

Achonam Farms
Awka, AN
12.2021 - 12.2022
  • Provided exceptional customer support via email, chat, and phone channels, exceeding performance targets
  • Resolved over 20 customer inquiries, issues, and complaints promptly to ensure high levels of satisfaction
  • Collaborated with cross-functional teams to address customer concerns effectively and improve service processes
  • Maintained a comprehensive understanding of products to assist customers in troubleshooting and issue resolution.
  • Identified trends in customer feedback and recommended product improvements to management teams.
  • Consistently received positive feedback from both customers and colleagues alike due to dedication towards outstanding service delivery.

Customer Success Lead

Julis Lingerie Ltd.
Lagos , LA
02.209 - 11.2022
  • Handled customer inquiries and feedback promptly, fostering positive relations and resolving issues effectively
  • Managed the online store, ensuring a seamless customer experience from order placement to delivery
  • Maintained high customer satisfaction, achieving an 80% satisfaction rating during tenure
  • Updated reports on sales, retrievals, and inventory status to provide insights for decision-making.
  • Demonstrated strong organizational and time management skills while managing multiple projects
  • Managed time efficiently in order to complete all tasks within deadlines
  • Excellent communication skills, both verbal and written
  • Self-motivated, with a strong sense of personal responsibility
  • Demonstrated respect, friendliness and willingness to help wherever needed

Education

Post Graduate Diploma - Industrial Biochemistry

Lagos State University, Lagos, Lagos State
02.2021 - 04.2024

Higher National Diploma - Microbiology/Biochemistry

Federal Polytechnic Needle, Imo State, Imo State
11.2014 - 10.2016

Skills

Strong attention to detail, ensuring accuracy in order fulfillment, returns, and refunds processingAbility to multitask and work efficiently under pressure, prioritizing tasks to meet customer needs promptly

Data Entry

Data Collection

Customer Service

Critical Thinking

CRM Software, Zendesk, hubspot

Call Management

Problem-solving abilities

Technical Support

Live chat support

Recordkeeping strengths

Information Security

Customer Relationship Management (CRM)

Zendesk system proficiency

Staff Training

Appointment Scheduling

Certification

Basic Leadership Certificate, Daystar Leadership Academy, Lagos, Lagos, Lagos State, Nigeria, 2018

Awards

  • Best Civilian Staff, Nigerian Army School of Medical Science, Mar 2019
  • Long-serving Civilian Staff, Nigerian Army School of Medical Science (Ag Commander Nigerian Army School of Medical Science), Oct 2020

Software

Zendesk, Intercom, Salesforce,HubSpot, pickme, calendly, Freshdesk, Ziaper , Zoho, Asana, Slack

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Customer Support Specialist - Digital Witch Support Community
09.2023 - 12.2023
Customer Service Representative - Double Design Paints Awka
12.2022 - Current
Customer Support Representative - Achonam Farms
12.2021 - 12.2022
Lagos State University - Post Graduate Diploma, Industrial Biochemistry
02.2021 - 04.2024
Federal Polytechnic Needle - Higher National Diploma, Microbiology/Biochemistry
11.2014 - 10.2016
Customer Success Lead - Julis Lingerie Ltd.
02.209 - 11.2022

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Judith Ifeoma Basil-OkekeCUSTOMER SUPPORT SPECIALIST